Customer Care Supervisor

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Iron Mountain is seeking a motivated Supervisor to join our North America Retention team. In this role, you will be responsible for supervising and evaluating the activities of the Customer Care team. Additionally, you will propose and implement strategies aimed at elevating team operations to consistently meet and exceed service and attention metrics for our clients. You will join a high-value strategic team where you will lead efforts to protect, unlock, and extend the value of our clients' information and assets throughout their entire lifecycle. What You'll Do Monitor the daily activities of the Customer Care team and evaluate performance metrics to generate actionable plans and strategies focused on sustaining and improving key service indicators. Collaborate closely with agents and team leaders by providing dedicated support for their professional development, guiding their career paths, and creating practical scenarios for skill enhancement and continuous learning. Ensure compliance with organizational excellence standards by identifying opportunities to update or improve customer service procedures and providing direct support in resolving complex cases that require specialized attention. What You'll Bring More than 5 years of experience in the customer service field, with proven experience in leading teams and/or projects. Strong knowledge of advanced English (fluent conversational, reading, and writing skills are indispensable), alongside a solid track record in strategy design and decision-making based on analytics and service metrics. Proven ability in negotiation, customer-centric focus, and implementing initiatives directed toward building an excellent customer journey, showing a genuine passion for understanding and satisfying client needs. Completed University Degree (Formación universitaria concluida). What We Offer Competitive compensation and benefits aligned with the experience. Comprehensive health, wellness, and retirement plans. Opportunities for continuous learning and professional growth. Hybrid work Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.